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FAQ

IQOS VEEV

IQOS VEEV is made using a German-made MESH™ heater.

Unlike wick and coil e-cigarettes, the MESH™ heater remains in constant contact with the e-liquid, which means taste consistency every time.

In addition, the unique “low liquid detection” technology is designed to prevent overheating or a burnt taste (dry puffs). The IQOS VEEV automatically turns off when there is almost no liquid remaining in the VEEV pod.

IQOS VEEV is our advanced vaping device that delivers taste consistency every time.

It features a unique IQOS VEEV MESH heating technology designed in Switzerland, and backed by more than 6 years of rigorous scientific research and development.

IQOS VEEV enables you to customize your vaping experience through the IQOS app. You can enhance your vape experience with our unique on-demand feature, the responsive draw, which adds subtle vibrations when you draw.

IQOS VEEV is easy to use. Simply swap flavours and enjoy. There’s no refilling, no mess, and no lingering flavour aftertaste from one pod to another.

IQOS VEEV is an alternative for legal age smokers or vapers who would otherwise continue to use nicotine products. It is not for people who have never used tobacco or nicotine products or those who have quit using tobacco and nicotine products.

IQOS VEEV and VEEV pods are not for minors. This product is not risk free and is addictive. For more risk information, click here

IQOS VEEV is designed to be a safe electronic device, when used in accordance with the instructions in the user guide.

The IQOS VEEV battery is certified according to ISO standards and features multiple protections to prevent electrical issues.

No, IQOS VEEV does not produce smoke because there is no burning or combustion involved. It vaporises a liquid that contains nicotine, to create an inhalable aerosol. This product is not risk free and contains nicotine, which is addictive. For more risk information, click here

No. IQOS VEEV is not a smoking cessation device or an alternative to quitting smoking.

If you are concerned about the health risks of smoking, your best option is to quit smoking or nicotine-containing products altogether.

Our unique MESH™ heating technology is backed by over 6 years of rigorous scientific research and development.

Unlike wick and coil e-cigarettes, the MESH™ heater remains in constant contact with the e-liquid, which means taste consistency every time.

In addition, the unique “low liquid detection” technology is designed to prevent overheating or a burnt taste (dry puffs). The IQOS VEEV automatically turns off when there is almost no liquid remaining in the VEEV pod

If you have further questions or need help, you can reach our Customer Care team using one of the options below:

Phone: 0800 810 433 (Monday to Friday 9AM to 6PM)

Email: contact@iqos.co.nz

Live chat: Click on the black chat icon at the bottom right on this page to get in touch (Monday to Friday 9AM to 6PM)

Unlock:

IQOS VEEV devices in New Zealand are locked, which is to help prevent those under 18 years of age from using them. You will need to unlock your IQOS VEEV before you can use it. To do this, there are a couple of steps that you need to follow:

  1. Download the IQOS app. See below for the right option for you.
  2. Once you have downloaded the app, you’ll need to login to your IQOS account. If you don’t have an account, the app will re-direct you to our website to create one.
  3. For all new accounts and some existing accounts, you may need to verify your age. Note: we do not retain this information.
Once you have followed these steps and agreed to the terms of use, you will be able to pair your device with your phone. The app will guide you through this.

IQOS App:
  • IQOS app for Android mobiles: you can download the app from the Google Play Store (Bluetooth solution)
  • IQOS web app for iOS mobiles: requires the "Bluefy" Bluetooth browser, which can be downloaded from the App Store. From this Bluetooth browser, you can access the web app on the IQOS website www.iqos.co.nz/unlock (Bluetooth solution).
  • IQOS desktop apps for Mac and Windows: you can download the app from the IQOS website www.iqos.co.nz/unlock (via USB cable solution).
For a step by step user guide, please click here

Prepare:
  • Remove the yellow seal tab from the VEEV pod and insert the VEEV pod into your device.
  • A quick vibration will confirm that the VEEV pod is correctly inserted.
Turn ON:
  • Press the button for 1 second to turn on the device.
  • Once the lights stop pulsing, they will become constant white and show the battery level. You can start vaping.
Vape:
  • You do not need to press the button to vape.
  • The LEDs will stay ON when the device is ON, indicating the current battery level.
IQOS VEEV and VEEV pods are not for minors. This product is not risk free and is addictive. For more risk information, click here

There are two ways you can switch OFF your IQOS VEEV device:

Manually: press the button for 1 second until the device vibrates and the lights turn OFF.

Automatically: if IQOS VEEV device is not used for 3 minutes, it will turn OFF automatically.

You can change the VEEV pod at any time. You don’t need to turn OFF your device before removing the VEEV pod.

When you insert the new VEEV pod, a pulsing light might appear to indicate that it is initialising. It is ready to use when the light stops pulsing.

When your pod is almost empty, your device will detect it automatically. The white lights will blink before turning off. This is designed to prevent overheating and a burnt taste. When this happens, you need to replace the VEEV pod.

Once you’ve inserted the new VEEV pod, press the button for 1 second. Once the lights stop pulsing, they will become constant white and show the battery level. You can start vaping.

When you turn your IQOS VEEV on, the LEDs on the side of the device will indicate the current battery level. The picture below shows approximately how much battery charge each LED represents.

When the battery is empty, the lower white light will blink for a few seconds before turning OFF.

It takes less than 30 minutes to fully charge your IQOS VEEV when using the IQOS™ USB Cable and AC power adapter.

The device will vibrate briefly when you first plug it in. The white pulsing/blinking LED shows it is charging.

When the device is fully charged, all of the LED lights will briefly switch ON and fade out.

Only charge IQOS VEEV using the IQOS™ AC power adapter and USB cable.

Note: it is possible to vape while charging.

An IQOS VEEV full charge lasts for a whole day*.

It takes less than 30 minutes to fully charge your IQOS VEEV when using the IQOS™ USB Cable and AC power adapter.

* based on average of 145 puffs/day. Individual vaping patterns may vary.

The responsive draw is a unique feature that enhances your sensorial experience, through subtle vibration on your lips whilst you puff. The vibration reflects the intensity and duration of your draw.

You can activate or deactivate it to fit your individual preferences, or even personalize the vibration using the IQOS app.

To turn this feature ON/OFF, quickly press on the button while taking a puff.

The cloud size feature enables you to choose between two vape cloud sizes (amount of generated vapour): regular or reduced.

You can only change the cloud size through the IQOS app.

IQOS VEEV devices feature a transparent window on the pod for easy e-liquid level check.

If the e-liquid level is too low, the device will not start and signal it by the blinking upper white light. Then it will switch OFF.

This is designed to prevent overheating and a burnt taste.

Simply insert a new VEEV pod. A breathing light might appear to indicate that the inserted pod is initialising. It will be ready to use when the light stops to blink.

IQOS VEEV is equipped with smart digital controls to signal that the pod is almost empty.

The upper light of the IQOS VEEV will blink for a few seconds and the device will automatically turn OFF.

This is designed to prevent overheating and a burnt taste.

Simply replace your VEEV pod with a new one.

Press the button for approximately 10 seconds and release.
A few vibrations and blinking lights will confirm the reset of IQOS VEEV device.



If you want to start using the device, IQOS VEEV will be already ON.

Yes. You can easily change the pod at any time and on the go. What’s more, there is no flavour aftertaste from one pod to another.

IQOS VEEV will automatically switch OFF when the VEEV pod is removed. You don’t need to turn OFF your IQOS VEEV device beforehand.

If you wait more than 3 minutes to insert the VEEV pod, your IQOS VEEV device will automatically switch off. This is to save battery. You will need to press the button for 1 second after inserting the VEEV pod to start vaping.

Use a dry cloth to clean the mouth end of the pod and the points where the IQOS VEEV and pod are in contact with one another.

Introduce the corner of a tissue inside the pod slot (mouth end) to clean for any e-liquid droplet.

Use only dry cloth or tissue to clean your device.

If you’re having issues starting the device, there might be a few reasons for this:

  • The device is not charged
  • You might have forgotten to remove the seal tab from the VEEV pod
  • You press & hold the button during vaping
  • There is no liquid left in the VEEV pod
  • Device malfunction
  • VEEV pod leaks
If your device is not starting, please, check the following:
  1. Charge your device with the IQOS™ USB Cable and AC power adapter.
  2. Ensure you have removed the seal tab from the pod and re-insert it.
  3. To start the experience, press the button only once and do not hold the button while vaping.
  4. Ensure the VEEV pod has e-liquid in it. If not, replace with a new pod.
  5. Check if VEEV pod is fully inserted. Detach and re-insert it again.
  6. In case the pod leaks, thoroughly clean the connector areas of the device and the pod before inserting it back to the device. Then, introduce a corner of a tissue in the pod slot (mouth end) to clean for e-liquid droplet that may collect there. Do not use this product if the VEEV pod appears to be damaged, tampered with, broken or continues to leak.
  7. Reset your device by pressing the button for 10 seconds.

The device can show 1-4 white LEDs, 1 red LED & 1 blue LED (Bluetooth connection).

  • Blinking upper white light means that the VEEV pod is empty and the auto-shutoff has activated. This is a normal process. The auto-shutoff indicated by the LED flashing is designed to prevent overheating and a burnt taste. Replace the VEEV pod when this happens.
  • Blinking lower white light indicates low battery. Please charge your device.
  • All lights blink white twice and switch OFF indicates that the device is outside operating temperature (0 to 40 °C). Simply bring it back within this range. Too cold? Put your device in your pocket for a few minutes. Too hot? Bring your device inside or somewhere cool.
  • Top and bottom lights remain white for several seconds once you try to turn it ON means that the device has not been activated. Please, activate your device prior to the first use.
  • Blinking bottom red light indicates device error. Please reset the device. To reset, press the button for approximately 10 seconds and release. If this does not solve the issue, please, contact Customer Care.
  • No lights may indicate:

    - The device is OFF
    - The battery is fully discharged
    - Pod is not inserted
    - Time out (3 min). The device has automatically switched OFF.

In the event of any issue, please reset your device:

  • Press the button for 10 seconds, then release
  • A few vibrations and blinking lights will confirm the reset of the device
  • The device will first switch OFF and then switch ON
If the above reset procedure does not resolve the issue, please contact our Customer Care team via:

Phone: 0800 810 433 (Monday to Friday 9AM to 6PM)

Email: contact@iqos.co.nz

Live chat: Click on the black chat icon at the bottom right on this page to get in touch (Monday to Friday 9AM to 6PM)

Do not use this product if the VEEV pod appears to be damaged, tampered with, broken, or leaking.

In case of skin contact with e-liquid from the VEEV pod, wash the area straight away with soap and water. If IQOS VEEV or VEEV pods or their parts are swallowed, call the National Poisons Centre on 0800 764766 or seek medical attention immediately due to risk of nicotine poisoning.

For any assistance, please, contact our Customer Care team. You can reach us on one of the options below:

Phone: 0800 810 433 (Monday to Friday 9AM to 6PM)

Email: contact@iqos.co.nz Live chat: Click on the black chat icon at the bottom right on this page to get in touch (Monday to Friday 9AM to 6PM)

We advise you to take smooth puffs with normal drawing intensity, to ensure the best vaping experience with IQOS VEEV.

Note: intense vaping can draw e-liquid out from the reservoir, which may result in e-liquid leakage.

Do not use this product if the VEEV pod appears to be leaking. In case of skin contact with e-liquid from the VEEV pod, wash the area straight away with soap and water. If IQOS VEEV or VEEV pods or their parts are swallowed, call the National Poisons Centre on 0800 764766 or seek medical attention immediately due to risk of nicotine poisoning.

Yes they do. VEEV pods contain nicotine, which is addictive.

Each flavour is available in 18 mg/ml (1.6%) nicotine level.

E-liquids used in IQOS VEEV contain high-grade nicotine.

IQOS VEEV and VEEV pods are not risk-free. The best way to reduce health risks is to quit tobacco and nicotine altogether. For more risk information, click here

This depends on how often you use your IQOS VEEV.
One 1.5ml VEEV pod lasts more than 2 days*, and has an average of 400 puffs*
*based on average of 145 puffs/day. Individual patterns may vary.

No, VEEV pods are designed so no cleaning or refilling is needed. Only use VEEV pods with your IQOS VEEV device.

Please do not modify or attempt to refill VEEV pods in any way or add any substance to VEEV pods. Doing so may cause injury.

Yes. You can easily change the pod at any time. What’s more, there is no flavour aftertaste from one pod to another.

You don’t need to turn off your device beforehand. Your IQOS VEEV will switch off automatically when the VEEV pod is removed.

There are no parts that need to be replaced in the VEEV pods. Once your VEEV pod is empty, simply replace it with a new one.

Each VEEV pod contains a new MESH™ heater inside and a new mouth piece for hygienic purposes.

For your safety, VEEV pods are designed to prevent tampering to ensure that e-liquid cannot be altered.

The nicotine level is indicated on the packaging box and on each VEEV pod.

For any assistance, please contact our Customer Care team. You can reach us by:

Phone: 0800 810 433 (Monday to Friday 9AM to 6PM) Email: contact@iqos.co.nz

Live chat: Click on the black chat icon at the bottom right on this page to get in touch (Monday to Friday 9AM to 6PM)

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